What NAUMEN does

NAUMEN is a privately held Russian enterprise software vendor, founded in 1999 and headquartered in Moscow with engineering operations in Yekaterinburg and an international sales office in Manila. The company develops a broad portfolio of proprietary platforms — notably Naumen Service Desk (IT service management on ITIL 4), Naumen Contact Center (omnichannel communications), Naumen WFM (workforce management), Naumen KMS (RAG-powered knowledge management), Naumen Erudite (voice robots and chatbots), and Naumen SRM (procurement) — built on an open technology stack supporting PostgreSQL, Ubuntu, and Oracle Linux, with multiple products registered in the Russian Ministry of Communications software registry (including Contact Center, Registry No. 177). Demonstrated technical scale includes 10,000 concurrent calls per Contact Center installation, 2 million transactions per hour at the Russian Post Service Desk deployment, and 200,000-plus KMS users across enterprises such as Rosselkhozbank, Sovcombank, Samolet, and TSUM.

NAUMEN operates both as a software vendor and as a systems integrator of its own solutions, with documented enterprise deployments in banking (Sberbank Insurance, Tatfondbank, Rosselkhozbank, Sovcombank, SberFaktoring), telecommunications (Rostelecom), energy (Mosenergosbyt, RusHydro, Inter RAO, UGMK, Mosoblgaz), retail (Dodo Pizza, Petrovich, TSUM, Inventive Retail Group, Sber Apteka, BelkaCar), and government (Russian Post, Moscow DIT, Polus Gold, Akron Group). The product portfolio serves as a comprehensive import-substitution alternative to Western platforms — ServiceNow, BMC, HP, Avaya, Cisco, Genesys, Bright Pattern, Calabrio/Teleopti, Verint, and Kronos — with the company citing approximately 30% lower total cost of ownership versus Western incumbents.

Revenue is generated through a mix of enterprise perpetual licenses, subscription and SaaS delivery (Naumen Contact Center SaaS, billed per operator seat with stated 60% reduction in startup costs versus on-premise), bundled professional services (implementation, migration, custom development), and training programs (Naumen Academy, WFM Academy). Go-to-market combines direct enterprise field sales, inside sales for mid-market, and a partner/channel network — including Jebsen & Jessen across 8 Asia-Pacific countries and regional partners in Germany, Czech Republic, Poland, Egypt, Iran, Azerbaijan, and Belarus — operating the international brand as 'Noda.' NAUMEN holds 27% market share in the Russian outsourcing contact center segment per iKS-Consulting, was included in the Gartner Magic Quadrant for Contact Center Infrastructure in 2015-2017 (the only Russian vendor ever featured), and has won three Crystal Headset 'Product of the Year' awards.

Name

NAUMEN

Legal name

NAUMEN

Website

https://naumen.ru

Company type

Private

Founded year

1999

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

NAUMEN is a Russian enterprise software vendor providing ITSM, omnichannel contact center, workforce management, knowledge management, and AI-powered voice automation platforms for large enterprises and government in banking, telecom, energy, retail, and public sectors, with growing international presence under the Noda brand.

Ownership category

akta.pro rank

Product category

Enterprise ITSM and Contact Center Software

NAICS

Software Publishers (51321), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (51821), Computer Systems Design Services (541512)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

IT Operations Management (ITOM) Platforms (HDAEALAC)

akta.pro secondary industry

Managed Application Platforms (App PaaS & Runtime Services) (HDABAAAD)

Keywords

• IT service management
• Contact center software
• Workforce management
• Enterprise ITSM platforms
• AI customer service

Headquarters

HQ city

Moscow

HQ country

Russia

HQ region

Europe

Offices3 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure

Revenue model

1. Software Licenses: Perpetual and subscription software licenses for enterprise deployments of Naumen Service Desk, Contact Center, WFM, KMS, and other platforms. Licenses are sold per operator/seat or per installation. The company also offers time-limited and usage-based licensing models. Replacement of Western ITSM systems (ServiceNow, BMC, HP, Avaya, Cisco, Genesys) is a major revenue driver.
2. SaaS / Cloud Subscriptions: Cloud-based delivery of Naumen Contact Center SaaS on a subscription model. Customers avoid upfront capital expenditure on hardware and infrastructure, paying instead for operator seats under a subscription. Enables 60% reduction in startup costs for contact centers.
3. Professional Services: Implementation services (custom deployment, migration from Western platforms, integration with ERP/CRM), custom development for large digital transformation projects in corporate and government sectors, and ongoing technical support and maintenance. The company explicitly states it operates as both a vendor and integrator of its own solutions.
4. Training and Academy: Naumen Academy provides training for managers and specialists on company products. WFM Academy runs webinars and in-person training sessions. Naumen University provides educational process management for universities. Additional online and custom training programs are offered.
5. Low-code Platform Development: Custom development services for creating unique solutions for large-scale digital transformation projects in corporate and government sectors, using the Naumen Platform and Naumen Service Management Platform.

Pricing tiers

Go-to-market motion2 records

Distribution channels5 records

Marketing channels9 records

Core offering

NAUMEN develops and sells enterprise software platforms for IT service management, contact center operations, workforce management, knowledge management, and AI-powered customer service automation. Its portfolio includes flagship products such as Naumen Service Desk, Naumen Contact Center (on-premises and SaaS), Naumen Erudite (an AI platform), Naumen WFM, and Naumen KMS, deployed by large enterprises and public-sector organizations. The company also offers adjacent platforms for supplier relationship management, electronic trading, business process management, and data aggregation.

Product overview

NAUMEN is a Russian software vendor offering an integrated portfolio of enterprise solutions organized around several flagship products and specialized platforms. The core offerings include Naumen Service Desk (ITSM system), Naumen Contact Center (omnichannel contact center platform), and Naumen Erudite (AI platform for voice robots and chatbots), supported by specialized modules for workforce management (Naumen WFM), knowledge management (Naumen KMS), and project management (Naumen Project Ruler). The company provides low-code platforms (Naumen Platform, Naumen Service Management Platform, Naumen Data Aggregation Platform) for building custom business applications. Additional solutions span IT asset management, business process management, CRM, enterprise service management, speech analytics, and procurement/SRM solutions including electronic trading platforms. NAUMEN serves enterprises across finance, telecom, retail, government, and energy sectors with both on-premise and cloud deployment options.

Differentiator

Problem solved

Functional benefit

Brands

• Naumen Service Desk: IT service management and ITSM solution for enterprise service automation
• Naumen Contact Center
• Naumen WFM
• Naumen Erudite
• Naumen KMS
• Naumen SRM
• Naumen Academy
• Naumen Service Leaders Club

Products and services

• Naumen Service Desk Enterprise IT service management (ITSM) platform for IT support, incident, request, problem, and change management, used by large enterprises and government IT departments.
• Naumen Contact Center On-premises enterprise contact center platform providing omnichannel inbound/outbound communications, routing, agent management, and integration with WFM and AI modules.
• Naumen Contact Center SaaS Cloud-delivered version of the Naumen Contact Center platform, providing subscription-based omnichannel contact center capabilities for enterprises seeking faster deployment.
• Naumen Erudite AI platform for chatbots, conversational automation, speech analytics, agent assistance, and intelligent customer service automation across contact center and service desk channels.
• Naumen WFM Workforce management software providing forecasting, scheduling, adherence tracking, and performance analytics for contact centers and back-office operations.
• Naumen KMS Knowledge management system for creating, organizing, and retrieving enterprise knowledge used by support agents, service desks, and customer self-service portals.
• Naumen Project Ruler Project management and resource planning solution for managing IT and enterprise projects, portfolios, and resource allocation.
• Naumen SRM Supplier relationship management platform for managing procurement workflows, supplier onboarding, contracts, and supplier performance.
• Naumen ЭТП (Electronic Trading Platform) Electronic trading platform (ЭТП) for conducting online procurement, tenders, and auctions for enterprise and government buyers.
• Naumen Service Management Platform (SMP) Unified service management platform providing the data layer and integration backbone across NAUMEN's ITSM, ESM, and adjacent service management products.
• Naumen Data Aggregation Platform (DAP) Data aggregation platform that consolidates operational data from across NAUMEN's service management, contact center, and WFM products into a unified data layer for reporting and analytics.
• Naumen Platform Low-code application platform enabling enterprises to build custom service management, workflow, and process applications on top of NAUMEN technology.
• Naumen Speech AI Speech analytics and voice recognition capability for transcribing, analyzing, and routing voice interactions in contact center environments.
• Naumen Service Desk Pro Enhanced variant of the Naumen Service Desk offering an expanded feature set for larger or more complex ITSM deployments.
• Naumen Agent Copilot AI-powered agent-assist capability providing real-time guidance, response suggestions, and knowledge retrieval for contact center agents.

Quantifiable outcome

• TCO optimization of 40% for ITSM platform (Inter RAO case)
• +10 more outcomes

Named customers27 records

Segments7 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration4 records

AI capability9 records

Feature11 records

Partnerships

Two partnerships are on record, tiered minor and core.

• Regional Partners (Germany, Czech Republic, Poland, Egypt, Iran, Azerbaijan, Belarus)minorChannel Partner/ Reseller/ Distributor · 1 January 2016Partnership network expansion in 2016-2017 to include Germany, Czech Republic, Poland, Egypt, Iran, Azerbaijan, and Belarus, in addition to existing Southeast Asian operations. These partnerships extend NAUMEN's geographic reach beyond Russia into adjacent markets.
• Jebsen & JessencoreChannel Partner/ Reseller/ Distributor · 1 January 2013Partnership agreement signed in 2013 with Jebsen & Jessen, a major systems integrator operating in 8 countries across the Asia-Pacific region where the voice outsourcing market is most developed. This partnership was central to NAUMEN's international expansion strategy under the Noda brand.

Scale indicators12 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• Avaya: Legacy enterprise contact center vendor holding 24.3% of Russian AKC market in 2016, just behind NAUMEN. Direct head-to-head competitor in the same large-enterprise on-premise CC segment.
• NICE: Global leader in contact center, WFM, and speech analytics. Overlaps directly with Naumen Contact Center, Naumen WFM, and Naumen Conversation Intelligence, particularly in regulated enterprise accounts.
• Verint: Workforce engagement and speech analytics vendor named by NAUMEN as a Western replacement target. Comparable in WFM and conversation intelligence product scope.
• Genesys: Global leader in contact center platforms and customer experience orchestration. Named Western replacement target for Naumen Contact Center, with NAUMEN claiming ~30% cost advantage for comparable functionality.
• BMC Software (BMC Helix): Enterprise ITSM and ITOM platform vendor. NAUMEN explicitly targets BMC Helix migrations into its Service Desk platform as part of the import-substitution value proposition.

Regional players

• 1C:ITIL: ITSM solution from 1C, the dominant Russian enterprise software vendor, used widely in Russian organizations. Direct Russian-language ITSM competitor to Naumen Service Desk, especially in mid-market and government.
• Mango Office: Russian cloud communications and contact center provider serving SMB and mid-market primarily in Russia/CIS. Closest domestic cloud-native competitor to Naumen Contact Center SaaS in the Russian market.
• CTI (Communication Technologies / СиТи): Russian contact center and unified communications vendor and systems integrator. Competes with NAUMEN in the Russian enterprise and outsourcer (AKC) segment with overlapping call-center product portfolio.

Broad incumbents

• ServiceNow: Global leader in cloud-native ITSM and enterprise service management. Direct replacement target for NAUMEN Service Desk in Russian enterprises; NAUMEN explicitly positions as an import-substitution alternative.
• Cisco (Webex Contact Center): Major global contact center and UC vendor holding 18.9% Russian AKC share in 2016. Competes with NAUMEN for large enterprise and government deployments.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xt.me/naumen_channel
• LinkedInlinkedin.com/company/naumen

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles8 records

Subsidiaries4 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about NAUMEN